I did; they say the photograph is representative and the equipment is the same, but still give no package reference for our order.

Representative stock won't tell receiving what to expect.

Ask the order contact whether your controller package has actually left their warehouse. I mean your allocated package, not whether they have shipped this model before. That photograph has answered a different question.

Keep the original receipt attached too. Yours needs to show arm crate received and the controller and cable still missing. Otherwise a new contact may see a complete order and a photograph.

And leave setup unbooked while that remains unanswered. There is no useful arrival estimate to give the installer yet.

The order contact has acknowledged the photograph belongs to another order under our account; they are asking dispatch to identify our actual package.

Two orders under one account explains the wrong photo. It doesn't locate your controller. Has dispatch replied directly?

Are both orders for the same package contents?

No, Kai, which is another reason I cannot use the other photograph; Aaron, dispatch has not replied yet, and I have kept the missing cable as its own line in the query.

Good. The cable should not disappear inside a general controller package answer. Ask dispatch to confirm its contents when they find the package, not after it reaches you.

Who is following up with dispatch on your side, Robin? One person needs to keep the two order references straight.

Our purchasing coordinator owns the query now; dispatch has located a controller allocated to us at the seller's warehouse, but says the cable line was omitted from its packing instruction.

Then ask for the corrected packing instruction and actual cable availability. You finally have a supply problem they can name, instead of an imaginary second shipment to track.

Aaron, I would ask whether the controller is packed too. Allocated equipment can still need preparation before dispatch, even if the cable turns up quickly.

The controller is not packed yet, Sofia; purchasing has requested a complete dispatch proposal covering preparation, the correct cable and collection, while keeping the original missed supply on the account.

Thanks for checking. Quite a distance from shipped separately.

Has the seller corrected that earlier shipment statement in writing? That will help the installer understand why there is no carrier estimate.

Yes, they confirmed the outstanding items have not shipped; the installer has that update and our purchasing coordinator has a proposed packing date, not a collection record.

Keep the next question on both contents being ready for collection. A promised packing date can be useful, but it shouldn't quietly turn into your installation date.